Excel keeps crashing on one specific file to one specific user

Question

a user in our organization has contacted me saying a specific excel spreadsheet is crashing every time they try to open the file. i was able to open it in safe mode, but when i try to leave safe mode or save the file, Excel is crashing. i have tried deleting cached files and even re-installing office 365, but the problem persists. i am able to open the file just fine on my computer, and everyone else manage to work on that file without any problems.

i have replaced their computer and excel crashes on that one as well. every computer that user logs into, that file will crash, but if another user logs in to the same computer, the file will work for them just fine. it only happens on that particular file, and for that particular user. i have tried creating a copy of the file an manually save it to another location on my username, and the user is still having excel crashes when accessing the file.

any thoughts of why it is crashing to just one user and it's just that particular file, no matter the computer being used?

Answer 1

The issue you're experiencing with Excel crashing for a specific user on a particular file could be related to several factors. Since you mentioned that the file opens fine in Safe Mode but crashes when trying to save or exit Safe Mode, it suggests that there might be an add-in or a specific setting affecting that user's instance of Excel.

Here are some potential reasons and troubleshooting steps you can consider:

1. Third-party Add-ins: Since the file crashes when not in Safe Mode, it could be due to a third-party add-in. To troubleshoot this, you can have the user disable all add-ins and then try opening the file again. This can be done by going to File > Options > Add-ins, and then managing the add-ins to disable them.
2. User Profile Corruption: Since the issue persists across different computers for that user, it might indicate a problem with the user's profile rather than the specific computer. Consider creating a new user profile for that individual and see if the issue continues.
3. File Permissions: Ensure that the user has the necessary permissions to access and modify the file. Sometimes, permission issues can lead to unexpected crashes.
4. Excel Settings: Check if there are any specific settings in Excel that might be causing the crash. Resetting Excel settings to default could help.
5. Memory Issues: If the file is large or complex, it might be causing memory issues for that specific user. Ensure that the user’s computer meets the necessary system requirements and has sufficient memory available.
6. Corrupted File: Although you mentioned that the file works for others, it might still be worth checking if there are any hidden corruption issues that only affect that user. You could try saving the file in a different format (like .xlsx) to see if that resolves the issue.

If none of these methods resolve the issue, you may want to consider reaching out to Microsoft support for further assistance, as they can provide more in-depth troubleshooting specific to your organization’s setup.

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References:

• Troubleshoot why Excel doesn't save changes
• Excel: How to troubleshoot crashing and "not responding" issues in an Excel workbook

Answer 2

Hi @Shay,  

Welcome to the Microsoft Q&A forum.   

Thank you for contacting us regarding the issue of Excel crashing when opening a specific file. I truly appreciate you taking the time to report this issue and for your patience during the troubleshooting process.  

After analyzing the situation, I found that the problem is not related to the file or the computer, but rather to your Office/Excel account configuration. 

This behavior often occurs due to reasons such as corrupted personal settings in Excel or Office 365, conflicts caused by Add-ins or COM Add-ins, and syncing from OneDrive/SharePoint or roaming profiles affecting file access. 

 

Given this situation, here are my recommendations that you may find helpful:     

1/ Disable all add-ins in Excel 

Add-ins (including COM Add-ins) can cause conflicts and crashes. Disabling them helps isolate the issue.

• Open Excel. 
• Go to File > Options > Add-ins. 
• At the bottom, select Manage: COM Add-ins and click Go. 
• 
• Uncheck all listed add-ins. 
• Click OK and restart Excel. 

If Excel works after this, the problem is caused by one of the add-ins. You can re-enable them one by one to identify the culprit. 

2/ Reset Excel configuration 

Corrupted user settings can cause crashes. Resetting Excel forces it to recreate default settings. 

• Close Excel completely. 
• Press Windows + R, type: %appdata%\Microsoft\  
• Locate and rename or delete these folders: 
  • Excel 
  • Office 
• Restart Excel. It will recreate fresh configuration files. 

Note: This does not delete your documents, only resets Excel’s personalized settings. 

3/ Check OneDrive/SharePoint sync 

Sync issues can cause Excel to hang or crash when opening files stored in the cloud. 

• If the file is on OneDrive or SharePoint, copy it to your local drive (e.g., Desktop). 
• Disconnect OneDrive temporarily: 
  • Right-click the OneDrive icon in the system tray → Pause syncing. 
• Open the file from the local path. 

4/ If the issue persists, try logging in with a new Office 365 account 

• Sign out of Office apps completely. 
• Create or use a different Office 365 account. 
• Sign in and open the same file. 

If the file works under a new account, your original profile is corrupted or has problematic settings. In that case, resetting or recreating the profile is the solution. 

5/ Contact Microsoft Support   

If the issue persists even after these steps, it may stem from a deeper system-level cause. In this case, I recommend contacting your company's IT administrator, who can submit a support request to Microsoft through the Microsoft 365 Admin Center. They’ll be able to access system-level information to investigate the issue thoroughly and provide assistance. At the very least, they can offer the most effective workaround to ensure your experience remains smooth and secure.      

   

We kindly ask for your understanding that, as moderators, we do not have access to the administrative tools or permissions required to investigate or modify these configurations. We also do not have the capability to initiate remote sessions for direct assistance. Our role is to guide users to the appropriate resources and support channels.     

 

I hope this information is helpful. Please follow these steps and let me know if it works for you. If not, feel free to share them in the comments on this post so I can continue to assist you. 

I look forward to hearing your thoughts on this. 

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